Toronto Ombudsman

The Ombudsman considers complaints as they relate to administrative fairness.

The Ombudsman can consider an issue or decision that:

• Is contrary to the organization’s legislative authority
• Has been made without an obvious relationship to the facts or evidence
• Results from a refusal to use discretion where the facts or evidence call for its exercise
• Is contrary to the principles of equity, fairness or equality or is characterized by arbitrary behavior

The Ombudsman can look into an issue or decision when:

• An organization goes beyond its legal authority
• The decision has no obvious relationship to the facts or evidence
• Discretion was not used, when the facts or evidence called for it
• The decision is contrary to the principles of equity, fairness or equality or illustrates arbitrary behavior

The Ombudsman can also consider an issue if:

• There is a delay in taking any required action
• No reasons are given for a decision
• There is no explanation for inconsistent treatment
• Policies or procedures are violated
• Similarly-situated persons are treated differently without good reason

The Ombudsman cannot consider complaints about:

• There is a possible or ongoing appeal to a tribunal or a government minister or the issue is currently before the courts
• The complaint concerns policing, the conduct of Councillors or the activities of lobbyists
• The complainant is not personally affected by the decision, act or omission complained about

Review the City services that we have legislative authority over. If you are unsure, contact us.

Breakdown of Complaints Handled in 2015

A breakdown of complaints handled in 2015 by division, agency, board, corporation, commission, or area outside Ombudsman’s authority.

Complaints are broken down by:

• Division,
• Agency, board, commission or corporation
• Complaints outside the Ombudsman’s authority